The company provides call centre technical support services for products of major multinational corporations with more than 500 employees and annual turnover over 100 million CZK.<\/p>\n\n\n\n
In 2006, the customer planned to optimize the cost of the voice infrastructure<\/strong> while maintaining the required vendor lock due to the use of existing hardware.<\/p>\n\n\n\n In 2019, the customer planned to completely relocate operations<\/strong> to another location while keeping voice services<\/strong> available without the downtime<\/strong> associated with VoIP PBX upgrades.<\/p>\n\n\n\n Subsequently, in 2020, he needed to cover the transition of the majority of the call center agent traffic to a home office work<\/strong> mode with the ability to operationally record voice navigation to the PBX.<\/p>\n\n\n\n In 2006, we delivered our own highly available voice platforms<\/strong> to meet customer requirements for vendor lock and central configuration of end phones.<\/p>\n\n\n\n For the new site in 2019, we selected and delivered a reliable physical hardware cluster<\/strong> on which a custom voice platform meeting customer requirements was run in virtualization. Departmental moves were made possible while both PBXs were in operation<\/strong> by providing temporary internal connections between the sites on their own fibre optic links.<\/p>\n\n\n\n We implemented mechanisms to smoothly transition<\/strong> to a majority home office call center mode with maximum use of staff mobile phones<\/strong> to control voice queue services<\/strong>. Voice message recording operations for IVR machines were made available directly to PBX users in 2020.<\/p>\n\n\n\n Cost optimization of the voice infrastructure was achieved through the use of a proprietary voice platform<\/strong>. In addition, the customer was given almost unlimited possibilities<\/strong> in designing complex IVR sturctures and voice queues according<\/strong> to the customer’s demanding client specifications.<\/p>\n\n\n\n The proposed cluster and virtualization model allows for future upgrades and modernization of individual components without downtime and the need to add hardware while maintaining high availability.<\/p>\n\n\n\nWhat we helped with<\/h2>\n\n\n\n
What the solution brought<\/h2>\n\n\n\n